We partner with our clients to help them determine where they want to go and what results they want to achieve. Then we help you develop the action plan to make it happen. We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge. We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

Customer Service and Customer Loyalty

The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

THIS IS THE WAY WE HAVE ALWAYS DONE IT – WHY?

How many times have you heard the statement, “That is the way we have always done it.” We tend to look at the past when we create the future. If you don’t believe that then think about how you create your annual budget. Do you use the same items and just mess around with the numbers? What happens if this is disrupted.

Yes, there are disrupters out there in every industry—people and companies doing something revolutionary to create a need. You may not see it coming. Have you ever thought, “if I disrupt my industry what would it look like?” You can’t wait for someone else to disrupt—you should be the disrupter. That takes more than predicting the future—that takes MAKING the future!

These are some of the things you should you should be doing proactively:

1.Make sure you know what business you are in. Whether you are in real estate, construction and contracting, graphic design, or consulting you must define what you provide to the customer. For example, Kodak should have realized that it was not in the film business but in the image and impression sharing business. In real estate are you selling houses or assisting buyers in improving their lives?

2.Get in front of change. The best way to this it to look into the future, understand the trends and how they affect your business and move yourself into them. One example may be the use of webinars vs. in person meetings. While arguments can be made about current quality of delivery, getting your arms around it and having a strategy to shift will keep you leading. There was a time when a digital camera was not an alternative to high quality film but by not leading that new technology, Kodak failed.

3.Assess your business. Take inventory of where you have strengths in the market as well as where you are weak and vulnerable. With that information look into the future to assess not just opportunities in your industry but also dangers and threats on the horizon. If you have done good business in an area where you know you are weak and you see new external threats on the horizon you may want to move away from that offering. On the other hand, look at new opportunities where you can exploit your strengths.

4.How do you communicate and market. The method and costs of marketing and communication have already changed drastically. Today, who looks to find something in the Yellow Pages? You need to embrace the new media. However, I caution you to evaluate and create a strategy first. Don’t simply follow the latest shiny new media application.

5.Understand generational differences. Different generations have different needs, communicate differently, and engage with your business differently. If you are doing well serving one generation, learn why. Are the things that engage that generation of no value to the next generation? Failure to understand that dynamic will result in increasingly lost revenue.

These steps are great starting points. If you have not done a strategic plan or updated yours in the last 3 years you should get it done. It is vital to your future success.

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Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%